Robert Horner Email & Phone Number

Farnborough, England, United Kingdom

Guildford, United Kingdom

Managing the Customer Services Support Centre, directly servicing Philips Healthcare UK & Ireland customers across the key Imaging Systems modalities.The Customer Support Centre provides a centralised support model to our Philips Healthcare customers covering Call receipt, Fault Logging, Technical support, Field Planning, Logistics, Contracts and back office functions.Delivering strategic direction and operational transformation through LEAN continuous improvement techniques and… Show more Managing the Customer Services Support Centre, directly servicing Philips Healthcare UK & Ireland customers across the key Imaging Systems modalities.The Customer Support Centre provides a centralised support model to our Philips Healthcare customers covering Call receipt, Fault Logging, Technical support, Field Planning, Logistics, Contracts and back office functions.Delivering strategic direction and operational transformation through LEAN continuous improvement techniques and principles. Show less

Greenock

Business Operations Manager: Client Commercial Account (Printer / Copiers)- Direct management of 80 multilingual staff, as part of a 3 center solution- IT Tech Support, Consumables order management, additional sales / web driven initiatives- Delivery of SLA’s & KPI’s to IBM & Client specifications- Business Transformation activities to increase Cust Sat & scalable growth of businessDelivery Excellence Manager: Consultative role across EMEA Geo- Drive cost… Show more Business Operations Manager: Client Commercial Account (Printer / Copiers)- Direct management of 80 multilingual staff, as part of a 3 center solution- IT Tech Support, Consumables order management, additional sales / web driven initiatives- Delivery of SLA’s & KPI’s to IBM & Client specifications- Business Transformation activities to increase Cust Sat & scalable growth of businessDelivery Excellence Manager: Consultative role across EMEA Geo- Drive cost efficiencies & value-add services to IBM's commercial accounts- Perform in-depth analytics to assess business health- Implement efficient working practices to reduce costs and improve outputOperations Manager: IBM Accounts- Management of various IBM Technical support teams- Multilingual operation of circa 70FTE across IBM locations- Delivery of key operational metrics, cost control and client satisfaction to executive sponsors- Customer satisfaction through effective Quality programs and initiativesTransition Project Team- Knowledge Transfer Lead for transition of work from client premises to multi-center IBM solution- Management of KT Staff to deliver key documentation in line with Transition Project Plan- Adherence to Project tollgate schedules & client quality standards of data capture & transferBusiness Operations Manager: Client Commercial Account (Networks/Comms)- Operational task management responsibility for multilingual team of 50FTE- Dedicated IT customer support & fulfillment team for Clients end-users- Lead the ‘Value Added Services’ program across the 3 IBM delivery locations (Greenock, Brisbane, Dallas) to refine and improve the processes and drive targeted customer satisfaction initiatives.Other roles within ISC / Customer FulfillmentCustomer Fulfillment Order ManagerCentral & Easter Europe (CEE) Group Leader Export Regulations AdministratorMiddle East & Pakistan Team LeaderCentral Europe, Middle East & Africa (CEMA) Customer Fulfillment Representative Show less